Customer Service Representative

1 week ago

Sydney, Australia Commonwealth Bank of Australia Full time

Customer Service Representative - Scams

Group Fraud Management Services consists of seven group level functions: Bankwest Financial Crime Services, Card Fraud, Digital Fraud, Branch Fraud, Originations & Scams, Fraud Capability Intel & Advisory, Analytics and Business Performance & Strategy.

**Do work that matters**

You will deliver excellence in customer service and also innovation in dealing with customer's situations:

- Hold in-depth scam conversations with customers' who require extra care and may be in vulnerable circumstances.
- Excellent verbal communication skills, with a strong focus on customer service
- Strong attention to detail and problem solving across complex financial data
- Document statements, concerns, and observations from your conversation with the customer
- Exercise judgement based on the facts you gather to assess whether a scam may or may not be present.
- Identify & escalate potential and emerging trends
- Adhering to protocol, processes, procedures, and adaptable to change
- Multitasking across several banking tools

**We're interested in hearing from people who have**
- Strong problem-solving and decision-making capability
- High level of personal integrity & commitment to confidentiality & privacy principle
- **Scams team roster - 6am - Midnight / 7 day roster**:

- Financial Services Industry experience preferred with a focus on Online and Mobile correlated roles
- Demonstrated experience in the delivery of excellence in customer service including personal, written and verbal skills
- Ability to resolve basic customer complaints.

**What will help you succeed?**

Your strong customer service skills will enable you to build and maintain a positive relationship with customers by resolving and identifying potential fraud/scam activity and ensuring customers are banking as effectively as possible. You will also be able to demonstrate:

- An ability to work in a high volume call centre environment.
- Availability to commit to a 12 month Max term Contract
- The ability to think outside the box and ensure the best solutions is provided to your customers to meet their financial needs
- Able to perform well in an ambiguous environment
- The ability to interact with a wide range of customers and colleagues
- A desire to want to deliver excellent customer service
- Ability to work in a fast paced & highly regulated environment

At CommBank we're proud to support flexible working. Once you have completed office-based training and we've set you up for success in the role to be able to work from home it may move to a hybrid role with a mix of work from home & office hub days.

If you are successful the training period will be 4 weeks full time Monday to Friday 8am - 4pm and all conducted in South Eveleigh office.

We're aware of some accessibility issues on this site, particularly for screen reader users. We want to make finding your dream job as easy as possible, so if you require additional support please contact HR Direct on 1800 989 696.

Advertising End Date: 11/01/2025

Job ID REQ226566

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